Manager, Collection Support, CPBB

2 weeks ago

mumbai, India Standard Chartered Bank Full time

RESPONSIBILITIES

Business

To ensure that all collection activities

Are carried out in compliance with the bank policies / standards, and with due recognition of the regulatory guidelines within the country and all relevant risk type framework. Uphold the principles of Treating Customers Fairly (TCF) during customer interaction. Maintain the highest standards of vendor governance

Processes

Ensure adequate and relevant collection processes are in place & used in line with the portfolio requirements Ensure that all collection activities are carried out in compliance with the agreed standards and with due recognition of the regulatory guidelines within the country and the overall OR framework. Ensure smooth implementation of Operational Risk processes, procedures and policies Ensure that the unit is compliant with respect to Audit Requirements. Incorporate Audit findings to streamline processes  Conduct Gap Analysis against new process/ policy rollouts as per requirement  Exercise adequate control over external agencies in terms of Adherence to Regulatory Checks and Clearance  Manage Call Monitoring for external agencies and Inhouse team Conduct audit checks at regular intervals on internal teams as well as external vendors Manage external audit agency and checklists to be used for audits by internal as well as external teams Ensure a state of readiness for checks with respect to audit, CST submission etc. Ensure timely submission of data related to CST checks. Open exceptions to be reviewed and action points agreed with stakeholders & tracked to closure. Conduct checks surrounding Key Control Self Assessments as per country, audit, Group and regulatory expectations Generate timely reports & presentation decks to support reviews as and when warranted. Review and monitor all reports shared for the unit with Country Risk, Business and Group.  Ensure service standards as applicable to collections processes are met or improved on. Assist in tracking of losses against the unit  Handle projects as and when assigned. Monitor & manage escalations received across all channels Ensure escalations are closed within the stipulated timelines Perform root-cause analysis for all escalations and highlight to senior stakeholders for trends and focus areas with an aim to reduce the number of complaints (manage complaints reduction across all products in collections) Ensure timely submission / reporting of data  Facilitate resolution of complaints received from all channels within specified TAT Validate requests received from all channels, support & forward for approvals to respective approvers Identify, develop, and continuously improve processes to ensure overall efficiency in processes and thereby reduce complaints Develop and ensure coordination of timely and effective training to all collection personnel with respect to existing and new products / initiatives / processes. Design and rollout annual training program and track status against the same  Design and implementation of team engagement programs such as stress busters etc. Assist in the development of new training kit for any new policy/ process/ product launch Obtain feedback against conducted training programs and incorporate the same into the training modules as applicable. Assessing training effectiveness and knowledge levels by obtaining feedback through training assessments, quiz, tests etc Ensure coordination of timely and effective training to all collection personnel with respect to existing products,  Ensure processes are in place for measuring and monitoring the program effectiveness  Ensure that the training is compliant with respect to Audit Requirements / Group Training Governance guidelines.

People & Talent

Maintain an active training and learning collections environment to ensure excellence in Collections Management. Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners. Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks. Employ, engage and retain high quality people, with succession planning for critical roles. Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Risk Management

Monitor all major risk issues and concentrations. Where appropriate, direct remedial action and/or ensure adequate reporting to Risk Committees

Governance

Promote an environment where compliance with internal control functions and the external regulatory framework is a central priority of the business Ensure full awareness of all the policies and procedures issued in relation to money laundering prevention. He / she must ensure compliance with these policies and procedures on an ongoing basis.  Assess the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group and Country operates, and the regulatory requirements and expectations relevant to the role.

Regulatory & Business Conduct

Display exemplary conduct and live by the Group’s Values and Code of Conduct.  Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct. Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Lead to achieve the outcomes set out in the Bank’s Conduct Principles

Key Stakeholders

Internal

Group Operational Risk Team: For ORF implementation Learning and Training Development team: For training implementation Regional Operational Risk and L&C Heads: For ORF implementation and compliance support Regional Policy Team: For Policy implementation Internal Auditors and GIA: For Supporting Audit reviews

External

Auditors: For Audit and Reviews Regulators: Inspection and Regulatory requirements Suppliers / Vendors: For existing vendors – meeting of SLA

Other Responsibilities

Embed Here for good and Group’s brand and values, Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate

EDUCATION - Graduate / Post-Graduate with 6-8 years of experience LANGUAGES - ENGLISH / HINDI 

Our Ideal Candidate

Working knowledge in Collections Negotiation and dispute resolution skills Customer interaction & communication skills

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